When you hear that nearly universal announcement at the beginning of conversations, "This call may be recorded or monitored," you need to know several things:

(1) The probability that the call will be used for "training purposes" as some announcements say, is practically, nil. Most companies are so strapped for personnel, so tapped out, so thinly staffed by monitors, coaches, and trainers, that they can barely staff the phones, let alone intrude into calls present, or past.

(2) That announcement is designed more to tame and narcotize callers than to truly govern the quality of conversations. It is saying "Big Brother is Listening to YOU," so dear customer, you should mind your manners.

(3) Merely announcing that the call may be recorded is not sufficient to evoke customer consent. In many states, the law suggests that you must be given an opportunity to say: "I don't want this call monitored or recorded," and to then be able to converse free of eavesdropping, or to be called back on an un-recorded line. If the rep has no way to STOP the recording system, s/he is probably violating your privacy rights, on the spot, especially if you object in a timely way.

(4) Most important, if they are recording you, YOU CAN RECORD THEM!

And you should say so, at the top of the call.

Say, "Hello, this is so-and-so on a recorded line, and I have a little problem..."

By telling them that they are being recorded you are putting them on notice that their service quality is being assessed, that they report to you, and the call had better succeed, or it could be replayed anywhere, to anyone, at any time.

Then, sit back, and simply enjoy the attentive service you receive, perhaps for the very first time!

Are you looking for the Best Practices in Negotiation™, in sales, customer service, or telemarketing training? Contact us.

See Also : Kindle dx